IT Service Analyst

At Ask IT Solutions Ltd, we’re driven by a simple promise: deliver exceptional, world‑class IT support and build long‑term relationships by taking full ownership of our clients’ technology needs. Founded to be the premier IT support partner across East Anglia, we’re proactive, innovative and people‑centred, proud of a culture that values wellbeing, growth and doing the right thing for customers the first time, every time.

Job Purpose

To provide high-quality 1st and 2nd line support to end users, ensuring incidents and service requests are triaged, resolved or appropriately escalated within agreed SLAs. The role develops and maintains core IT support skills, following established processes, standards and security practices.

Responsibilities

• Process tickets via portal, email and phone; triage, troubleshoot and resolve within SLA; escalate when necessary; maintain accurate records and contribute to the service catalogue
• Provide IT Service Delivery and Systems Support to users locally and nationally, both remotely and on-site
• Install, configure and maintain all end-user devices (Windows, macOS, mobile), peripherals, AV equipment and approved software; manage updates and patching
• Support onboarding/offboarding: device builds, account provisioning/deprovisioning, asset tagging and returns
• Administer Microsoft 365, Active Directory, Group Policy and Intune; undertake day-to-day changes
• Monitor backups, endpoint protection and health checks; follow runbooks for routine alerts; perform preventive maintenance
• Assist with IT projects, installations, migrations and rollouts under supervision
• Provide clear and professional support; arrange site visits where required; deliver end-user training and guidance as required
• Adhere to security, data protection, health & safety and acceptable use policies
• Build strong working relationships within the team and clients and contribute to a positive service culture
• Carry out any reasonable tasks within the scope and level of the role as requested by a manager

Reports to: Service Delivery Manager/Technical Director

Employee Benefits

• Competitive pay with a clear and transparent progression framework
• 25 days annual leave (+ bank holidays), rising to 28 after 3 years of service, includes your birthday off work – because no one should work on their special day
• Annual discretionary bonus based on company performance
• Company pension offered after the probationary period
• Private medical cover after 1 year of service
• Unlimited CPD budget for training and career development
• Office snacks and drinks regularly provided
• Company social events.

Job Types: Full-time, Permanent

Pay: £26,000.00-£32,000.00 per year

Benefits:

• Company events
• Company pension
• Discounted or free food
• Paid volunteer time
• Private medical insurance

Language:

• English (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Location:

• Cambridge CB23 7QJ (required)

Willingness to travel:

• 50% (required)

Work Location: In person